“For me, the saying holds true: Hotels should be a place where one dreams of a better life. That resonates with me because hotels always stand a little above everyday life and bring a certain lightness with them,” enthuses Tobias Berghäuser, who manages the KPM Hotel & Residences in Berlin. He began his journey into the hospitality industry with training as a restaurant specialist, followed by a degree in hotel management. Tobias has already served as the managing director of the Kempinski Schlosshotel Reinhartshausen and worked as a Senior Consultant for CHEFS CULINAR Consulting. As if that weren’t enough, he is also an independent consultant and appraiser.
Tobias’s genuine enthusiasm for the hospitality industry is unmistakable. He has always been a fan of the Berlin hotel scene because it is so diverse. True to the motto "competition stimulates business," he welcomes the various new openings in the boutique and individual hotel sector. “I find it particularly nice that we are gaining more individuality and moving away from the polished chain hotels. If we look at other cities like London, Barcelona, or Paris, there are, in my opinion, many more individual hotel offerings that reflect the character of the city. It’s just great to see that after the Covid-19 pandemic, there are so many bold and innovative hoteliers and entrepreneurs who have the courage to open new hotels here in Berlin.”
“It is particularly important to me to put the guest at the center of our actions. KPM Hotel & Residences Berlin has been ranked number one in guest reviews on Google, TripAdvisor, and so on for a year now. It is always important to me that what we do resonates well with the guests. For example, when it comes to digitalization,” the hotel director explains to us. Tobias aims to create a modern image of luxury hospitality. A servile service is no longer appropriate. Instead, he strives for service at eye level.
When it comes to combining luxury hotels and digitalization, one aspect is especially important to the hotel lover. “The fundamental question should always be: Is what I’m digitalizing helpful in delivering my service? I see two paths here. One is the guest's customer journey. There, I can simplify and optimize the guest’s stay. The other point is that my internal work processes can be streamlined, allowing me more time to take care of the guest. Especially in luxury hospitality, the goal should be to achieve more time for guest service, such as helping them plan their stay.”
“Especially in luxury hospitality, the goal should be to achieve more time for guest service, such as helping them plan their stay.”
Tobias Berghäuser sees no problem with guests accepting digital offerings. “I see it positively that employees nowadays are digital natives and can quickly learn everything using apps. From my perspective, the challenges are more likely outdated legacy systems. I’m thinking of PMS systems, which are needed but often not intuitive and up-to-date in their operation.”
Since autumn 2022, Tobias and his team have been using the DialogShift chatbot. Bot Mia is meant to help the hotel further optimize the customer journey. Guests should receive quick and easy answers. “Especially with the many recurring questions that arise in hospitality, the chatbot is a helpful support. Additionally, the guest has the opportunity to communicate directly with us through their preferred communication channel. They don’t have to search long in the imprint for an email address or a contact form.”
“Especially with the many recurring questions that arise in hospitality, the chatbot is a helpful support.”
The hotel director sees an advantage in the freedom to do things differently. KPM has been a trendsetter in every era. “Whether it’s new shapes or colors on porcelain or the highest precision applied to the craft. These are the principles we follow. I try to incorporate our virtues into the hotel concept and service. With our hardware, we want to offer a trendsetting design. Our hotel is not based on a short-lived business concept of just seven years, like some other providers. It should be sustainable and formative. Also, with the software, we understand our service as a craft and meet the guest where they are. Whether it’s the digital registration form or the chatbot that can quickly and appropriately answer the guest’s questions.”
Inspired by the diverse people who come together in hotels, Tobias Berghäuser says, "It is a meeting place that is different at every time of the day and continues life’s flow. I find it nice to exchange ideas with other people and expand my own horizons." Perhaps you feel the same way – the DialogShift team was certainly amazed in conversation with Tobias. And who knows? Maybe in our next vacation, we’ll be lying on the soft, white pillows at the KPM Hotel and dreaming of a better life.
Thank you, dear Tobias, for the insightful conversation!
About the KPM Hotel & Residences:T
he KPM Hotel & Residences was conceived and opened in 2019 by Jörg Woltmann, sole shareholder of the KPM Porcelain Manufactory Berlin, and Tobias Berghäuser, consultant and managing director of KPM Hotel & Residences. Designed by architects Annette Axthelm and Henner Rolvien, the hotel features a modern facade made of steel and panoramic windows. The hotel is located next to the KPM Porcelain Manufactory. The goal is to set new standards in the luxury segment and convince guests with attentive, eye-level service.
